Extended Warranty and Next Day Replacement Service BridgeWave's standard 12-month limited warranty is included in the purchase price and includes a high level of support for equipment and network troubleshooting as well as claims processing. Included in BridgeWave s Standard Warranty: Remote Technical Support - BridgeWave's support engineers are skilled at providing a rapid path to resolutions with installation, alignment, maintenance and configuration questions, as well as troubleshooting and diagnosing link failures. Warranty Claims Processing - If as a result of troubleshooting a reported problem, BridgeWave determines the cause of the anomaly to be equipment failure; a Return Materials Authorization (RMA) is issued for the equipment to be returned for repair. Equipment is usually repaired and returned to the customer within 30 days. Software Releases - For products with configurable software, new software releases and upgrades are made available to customers who are within warranty terms. BridgeWave understands that a single level of warranty support does not meet the needs of all customers and is pleased to offer the ability to extend the original factory warranty and add next day parts replacement in a complete, economical package. SERVICES INTRODUCING EWNDR SERVICE As an ISO9001 certified company, our processes dictate that all our wireless bridges pass rigorous factory Highly Accelerated Life-cycle Testing (HALT) and Highly Accelerated Stress Screening (HASS) testing before shipment. Our confidence in providing highly reliable systems leads us to offer a comprehensive Extended Warranty and Next Day Replacement (EWNDR) service program for your BridgeWave links. This program is available in two, three, and five year intervals, yielding long-term peace of mind that your equipment is not only covered, but replacements are promptly made available. EWNDR service is available to customers within the United States. Extended Warranty (EW) Description Customers may elect to extend the standard warranty coverage to the second, third, and fifth years of operation by purchasing BridgeWave's Extended Warranty. Extended Warranty provides the same features as the BridgeWave Standard Equipment Warranty for an additional 12, 24, or 48 month term. Next Day Replacement (NDR) Description The Next Day Replacement (NDR) option is available to customers who require a replacement timeframe sooner than the standard 30-day turn around. When NDR is purchased, replacement products are shipped within one business day. Next Day Replacement is offered to complement Standard Warranty (NDR-1) for the first year (first 12 months) or to cover multiple years of service. EWNDR services are available to extend factory warranty coverage and advanced next day replacement for a maximum of 60 months from the date of shipment. Refer to the chart on the next page for details of warranty and replacement coverage. Wireless bridges covered by an extended warranty are also eligible to participate in BridgeWave s Premier Support program. FOUR REASONS TO CONSIDER BRIDGEWAVE S EWNDR SERVICE Inexpensive insurance policy for mission critical data connectivity Extends the warranty to multiple years with flexibility to choose the length of service Overnight advanced delivery of a replacement link to restore your connection Peace of mind knowing your BridgeWave links will be covered and replaced promptly
Extended Warranty and Next Day Replacement Service marks of Alvarion, Ltd. All other brands and products are marks of their respective owners. 02/08 COMPARING EWNDR PROGRAMS BridgeWave s EWNDR services are available as a standalone Next Day Replacement (NDR-1) program to compliment the original standard warranty, or in multi-year options EWNDR-2, EWNDR-3, and EWNDR-5 programs providing complete coverage for up to five years. SERVICES ABOUT BRIDGEWAVE Founded in 1999, BridgeWave Communications is the leading supplier of Gigabit Ethernet outdoor wireless connectivity solutions. The company's exclusive AdaptRate technology and Forward Error Correction capabilities deliver the highest availability at the longest distances for full-rate GigE solutions. BridgeWave's point-to-point, fixed wireless solutions are ideally suited for a wide variety of enterprise, service provider, healthcare, education, public safety and government/military network applications. With the largest installed base of GigE radios worldwide, BridgeWave delivers the highest levels of product quality and reliability. Contact BridgeWave or an authorized BridgeWave reseller for more information. BridgeWave Communications, Inc. 3350 Thomas Road, Santa Clara, CA 95054 Ph: 1-(866)-577-6908, +1 (408)567-6900 Fax: +1 (408) 567-0775 www.bridgewave.com 2008 BridgeWave Communications, Inc. All rights reserved. BridgeWave, the BridgeWave logo, AdaptRate and AdaptPath are trademarks of BridgeWave Communications in the United States and certain other countries. All other brands and products are marks of their respective owners. 05/08
Extended Warranty and Next Day Replacement (NDR) Documentation If you purchased BridgeWave s Next Day Replacement (NDR-1) or Extended Warranty with Next Day Replacement (EWNDR-2, -3 or-5) services through a VAR then you should initially work through your VAR or Distributor to resolve your support issues. BridgeWave will work directly with the Distributor and VAR as required to assist and provide the necessary support to fulfill the services you have purchased. BridgeWave s Standard Warranty is included in the shipping boxes. BridgeWave provides a 12-month limited warranty on millimeter wave (MMW) systems. BridgeWave's Standard Warranty is included in the initial purchase price and provides the following features: Remote Technical Support: BridgeWave is committed to providing superior customer support Monday Friday 8am 5pm Pacific Time by phone to its certified Distributors and Value Added Resellers (VARs) on all warranted equipment. BridgeWave's technicians are skilled at answering installation, alignment, maintenance and configuration questions, as well as troubleshooting and diagnosing link failures. The first person a customer speaks to will isolate and resolve the problem. BridgeWave's support technicians have access to resources across the entire company, including Engineering, Manufacturing and Network Architecture, and, if necessary, will pull these groups together to ensure the problem is resolved. Warranty Claims Processing. If, as a result of troubleshooting a link outage, BridgeWave and the customer determine the cause to be failure of equipment under warranty, BridgeWave will issue the customer a Return Materials Authorization (RMA) number. BridgeWave will only accept return shipments with valid RMA numbers. BridgeWave's Warranty Claims Processing is available Monday Friday 8am 5pm Pacific Time by phone. The customer will pay for shipping. 30-Day Parts Replacement. If a defect is discovered, BridgeWave will ship a repaired or replacement unit within 30 days of receiving the defective unit. For defects identified within the first 30 days after shipment, a replacement will be sent the next business day. Standard replacement timeframe can be expedited by purchasing Next Day Replacement service. BridgeWave will pay for shipment of the product to the customer. Software Releases For products with configurable software, BridgeWave will make new software releases and upgrades available to customers who are within warranty terms. Customers may access releases along with installation instructions via BridgeWave s web site or by purchasing an upgrade kit (including a CD-ROM, release notes and instructions for installing the new release) by calling Order Processing. 1
Extended Warranty By purchasing BridgeWave s Extended Warranty, you extend the Standard Equipment Warranty coverage to the second and third year of operation of BridgeWave equipment. Extended Warranty provides the same features as the BridgeWave Standard Equipment Warranty with Next Day Replacement covering all three years. Next Day Replacement If you purchased Next Day Replacement service you will have an accelerated replacement timeframe. When Next Day Replacement is purchased, replacement parts are shipped within one business day for shipments within the United States and two business days to the shipping company for international destinations. Next Day Replacement is offered to complement the Standard Equipment Warranty for one year or complements Extended Warranty to cover all years (2, 3 or 5) and is included in the price of EWNDR services. If BridgeWave is contacted and an RMA number is provided by 1:30PM Pacific Time (Monday - Friday non- Holidays), a replacement unit will be shipped for arrival Next Day (domestic US). For weekend or holiday delivery, special shipping arrangements will have to be made prior to BridgeWave providing a delivery date and time. Next Day Replacement commences the day payment is received by BridgeWave and will terminate on the same date as the applicable Warranty service (Standard Warranty is 12 months from date of shipment and Extended Warranty is 24, 36 or 48 months from the date of shipment, depending on warranty purchased). If the failed unit is not received within 10 days of the RMA number being provided, the distributor, VAR or customer, as appropriate, will be billed the List Price of the unit. All shipping instructions of the failed unit to BridgeWave will be covered by specific information provided when the RMA is assigned. BridgeWave pays the shipping costs of the replacement product within the United States and will work with international customers to coordinate pickup by their freight forwarder for further shipment abroad. All international customers will pay insurance, tariffs, duties and shipping fees. Support Process If your BridgeWave product is not functioning to specifications: o refer to the Field Installation Service Manual (FISM) included in the shipping box for troubleshooting processes o try to perform the troubleshooting processes to isolate the problem. If unable to resolve the problem, o contact the VAR that sold you the BridgeWave product o if unable to contact your VAR, contact the Distributor that the VAR purchased the product from if you know the Distributor 2
o if unable to contact your VAR or Distributor, contact BridgeWave Technical Support at (408) 567-6900 o BridgeWave will issue a Return Merchandise Authorization (RMA) number via the Distributor or VAR o if an RMA is provided, you will need to repack the non-functioning product in a suitable box to protect it from damage and ship it freight prepaid to FOB BridgeWave s dock: Attention: RMA # BridgeWave Communications, Inc. 3350 Thomas Road Santa Clara, CA 95054, USA o If the customer purchased Next Day Replacement service, BridgeWave will ship a replacement product Next Business Day if the RMA is authorized before 1:30pm Pacific Time Monday Friday. BridgeWave will prepay return freight charges on RMA products o If the customer does NOT have Next Day Replacement service and the product is under warranty, BridgeWave will receive the failed product, repair or replace the failed product, notify the customer and ship the repaired or replacement product. It could take 14-30 days to perform these tasks. BridgeWave will prepay return freight charges on RMA products. o your VAR or you will be expected to install the replacement product The replacement product s warranty shall expire on the later of ninety (90) days after shipment date or the last day of the Standard Equipment or Extended Warranty period with respect to the originally purchased product. No Fault Found If after the RMA product has been received and fully tested, it is determined that there is No Fault Found with the product; BridgeWave will contact the customer to further investigate the possible problems. If after further investigation the product still has a No Fault Found status and BridgeWave cannot replicate the problem, the customer will be contacted again and the product will be shipped back at the customer s expense with an additional $350 fee to cover the costs of technical support and shipping fees to receive the product. Delivery Schedule Service RMA issued by 1:30pm PT (M-F) RMA Issued after 1:30PT (M-F) Standard Warranty (1st 12 months) Next Day Replacement with Standard or Extended Warranty Delivery next business day within 1st 30 days; 2nd through 12 months upon repair of product (14-30 days) Delivery next business day Delivery 2 business days within 1st 30 days; 2nd through 12 months upon repair of product (14-30 days) Delivery 2 business days later 3
BridgeWave recognizes the following holidays: New Year s day, President s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, day following Thanksgiving Day and Christmas Day. On these days, BridgeWave will not be able to process RMA s or ship repaired or replacement products. For all international shipments add an additional day for the products to be picked up by the freight forwarder (shipping company). The customer is responsible for coordinating and paying all freight forwarding, insurance, duties, tariffs and custom fees. 4